Choosing Between CSAT, NPS or CES: Why it Does Not Matter
COPC
MAY 19, 2023
Organizations often dedicate substantial time and effort debating whether to use Customer Satisfaction (CSAT) , Net Promoter Score (NPS) or Customer Effort Score (CES). However, this ongoing argument about the “right” metric is misguided. The key opportunity to compete is in the experiences provided to customers.
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